Customer Service Information

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Shipping & Delivery

Free Shipping

We offer free shipping for orders over $75 to many areas in Australia. For orders under $75, there is a $10 shipping fee per order. Additional delivery fees apply for Western Australia, Northern Territory, South Australia and Tasmania.

Authority to Leave

If you select the 'Authority to leave' option while checking out, the courier will leave your order at your address, even if no one is around to receive it. Please note in this case Luggage Direct or the courier company cannot be held responsible for lost or damaged deliveries after they have been dropped off.

How long will it take to receive my order?

All products on the website are available and in stock, unless stated otherwise. Our products are typically dispatched from our warehouse within 1-2 business days from the time we process your payment. We have partnered with Australia’s leading courier companies Startrack and the corporate division of Australia Post (eParcel) to ensure fast, safe and efficient shipping right around Australia. For larger items that need to be sent via courier, a street address is mandatory. Rest assured that we will use the most efficient one depending on the product and your area. Through our strong delivery partner relationships, we can deliver to your home, workplace or PO Box – even if you’re rural/regionally based. For peace of mind, all items are covered with full postage insurance and a tracking number.

Destination and approximate delivery times:

• North Queensland (3-5 business days)
• Brisbane & Gold Coast (1-2 business days)
• New South Wales (2-4 business days)
• Australian Capital Territory (3-4 business days)
• Victoria (3-5 business days)
• Adelaide (4-6 business days)
• South Australia (5-7 business days)
• Tasmania (7-10 business days)
• Perth (7-10 business days)
• Western Australia (10-15 business days)
• Northern Territory (7-10 business days)

Privacy & Security

When will my internet order ship? All orders will be dispatched the following business day, once payment has been received. (Further time may be required to process larger orders or orders over $400 where there is a verification process to avoid fraud.)

Where will my item be dispatched from? Your order is dispatched from our warehouse at 27 Bunya Street, Eagle Farm, Brisbane, Queensland.

Can I track my order? Yes. All orders are sent using Toll Ipec, Fastways Couriers or Australia Post's eParcel. You are emailed a tracking number and instructions on how to track the order via their website. If an incorrect delivery address has been supplied to Luggage Direct, the customer will be responsible for additional freight costs.

Is my order secure? Yes! Luggage Direct has a secure website using 128 bit SSL encryption for all transactions. We know that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. By visiting Luggage Direct, you are accepting the practices described in our privacy notice.

What personal information about customers does Luggage Direct gather? The information we learn from customers helps us personalise and continually improve your shopping experience at Luggage Direct. Here are the types of information we gather. Information You Give Us We receive and store any information you enter on our web site or give us in any other way. You can choose not to provide certain information, but then you might not be able to take advantage of many of our features. We use the information that you provide for such purposes as responding to your requests, customising future shopping for you, improving our store, and communicating with you. Automatic Information We receive and store certain types of information whenever you interact with us. For example, like many web sites, we use "cookies," and we obtain certain types of information when your web browser accesses Luggage Direct. Scroll to the bottom of this page to see examples of the information we receive. A number of companies offer utilities designed to help you visit web sites anonymously. Although we will not be able to provide you with a personalised experience at Luggage Direct if we cannot recognise you, we want you to be aware that these tools exist.

What about cookies? Cookies are alphanumeric identifiers that we transfer to your computer's hard drive through your web browser to enable our systems to recognise your browser and to provide features such as Automatic Login and permanent Shopping Carts for storage of items in your Shopping Cart between visits. If you would like to know more, the "Help" section of the toolbar on most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. However, cookies do allow you to take full advantage of some of Luggage Direct's best features, and we recommend that you leave them turned on. Email communications to help us make e-mails more useful and interesting, we often receive a confirmation when you open e-mail from Luggage Direct if your computer supports such capabilities. If you do not want to receive e-mail or other mail from us, please adjust your account to reflect this by selecting "Unsubscribe" in the Newsletter menu.

Does Luggage Direct share the information it receives? Information about our customers is an important part of our business, and we are not in the business of selling it to others. We share customer information only with the subsidiaries Luggage Direct controls and as described below. Affiliated Businesses We Do Not Control We work closely with our affiliated businesses. In some cases, these businesses operate stores at Luggage Direct or sell offerings to you at Luggage Direct. In other cases, we operate stores, provide services, or sell product lines jointly with these businesses. You can tell when another business is involved in your transactions, and we share customer information related to those transactions with that business. Agents We employ other companies and individuals to perform functions on our behalf. Examples may include fulfilling orders, delivering packages, sending postal mail and e-mail, removing repetitive information from customer lists, analysing data, providing marketing assistance, processing Credit Card payments, and providing customer service. They have access to personal information needed to perform their functions, but may not use it for other purposes. Protection of Luggage Direct and Others We release account and other personal information when we believe release is appropriate to comply with law; enforce or apply our Conditions of Use and other agreements; or protect the rights, property, or safety of Luggage Direct, our users, or others. This includes exchanging information with other companies and organisations for fraud protection and credit risk reduction. With Your Consent Other than as set out above, you will receive notice when information about you might go to third parties, and you will have an opportunity to choose not to share the information.

What choices do I have? As discussed above, you can always choose not to provide information, even though it might be needed to make a purchase or to take advantage of such Luggage Direct features as Automatic Login, and permanent Shopping Carts. You can add or update certain information on pages such as those listed in the My Account pages. When you update information, we usually keep a copy of the prior version for our records. If you do not want to receive e-mail or other mail from us, please adjust your account to reflect this in the Newsletter menu. Children Luggage Direct does not sell products for purchase by children. We sell children's products for purchase by adults. If you are under 18, you may use Luggage Direct only with involvement of a parent or guardian. Conditions of Use, Notices, and Revisions If you choose to visit Luggage Direct, your visit and any dispute over privacy are subject to this Notice and our Conditions of Use, including limitations on damages, arbitration of disputes, and application of the law of Australia. If you have any concern about privacy at Luggage Direct, please send us a thorough description to [email protected] and we will try to resolve it. Our business changes constantly. This Notice and the Conditions of Use will change also, and use of information that we gather now is subject to the Privacy Notice in effect at the time of use. We may e-mail periodic reminders of our notices and conditions, unless you have instructed us not to, but you should check our web site frequently to see recent changes. Information You Give Us You provide most such information when you search, buy, bid, post, participate in a contest or questionnaire, or communicate with customer service. For example, you provide information when you search for a product; place an order; provide information in Your Account (and you might have more than one if you have used more than one e-mail address when shopping with us); communicate with us by phone, e-mail, or otherwise; complete a questionnaire or a contest entry form; by providing employer, school, or other such information; participate in Discussion Boards; or provide and rate Reviews. As a result of those actions, you might supply us with such information as your name, address, and phone number; people to whom purchases have been shipped, including the address and phone number; other people; content of reviews and e-mails to us; and financial information. Automatic Information Examples of the information we collect and analyze include the Internet Protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information such as browser type and version, operating system, and platform; purchase history; the full Uniform Resource Locators (URL) clickstream to, through, and from our Web site, including date and time; cookie number; and products you viewed or searched for.

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Transaction Currency

All transactions are processed in Australian dollars.

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Returns & Replacements – 30 Day Money Back Guarantee

We are not happy unless you are happy - simple as that! We understand you want to be comfortable purchasing the right luggage either for yourself or for your friends and family. That's why we have extended our Money Back Guarantee, if you are not 100% satisfied with your purchase you may return the items within 30 days from date of invoice, for a full refund (excluding postal charges). Items must be in brand new, unused condition, with all tags still attached.

For all returns, Luggage Direct requires your full name, receipt and order number along with the goods which must be unused and have all original tags still attached. You can contact our Customer Service Team at [email protected] (or 07-3607 3595) to advise of your return. Upon receipt, we will refund the full purchase price of the products excluding return postage.

Luggage Direct has been providing top quality brand name Luggage to Australians since 1995. We do not sell any seconds or copies, or as some do repaired products. Our products are original factory direct. They are bought from registered Australian suppliers/manufacturers and carry their full warranty. Should the product not be in original condition, please contact us before returning it as this may save you some unnecessary costs. We recommend that you return your unwanted items using registered post. We will not be held responsible if returned items are lost or damaged in transit.

Product Warranty

All specifications, sizes, volumes and weights that are advertised on our website, are as per the manufacturer's written advice, tags and promotional material. Luggage Direct does not warrant that all these measurements are accurate.

Warranty is offered by the manufacturer or distributor of the product. If a manufacturing defect occurs with your purchased item within the period covered by the manufacturer's warranty, please contact the manufacturer/distributor for a direct resolution of your warranty claim. We only deal with the most reputable luggage companies, so all the products we sell come with a warranty that covers any manufacturing defect or defective part. Damage done by carriers or wear and tear are not covered and a claim needs to be made against the carrier should they damage your luggage.

Contact numbers

• Antler Luggage & Go Travel – Call 1300 268 537
• Black Wolf & Eagle Creek – Call 1800 227 070
• Caribee – Call (02) 9698 8944
• Delphin – Email [email protected]
• Delsey – Email [email protected]
• PacSafe – Call (08) 9221 6617
• Pierre Cardin, Milleni – Call (03) 95442888
• Volair – Email [email protected]
• Samsonite Luggage, American Tourister, High Sierra & Travelon – Call 1800 331 690
• Tosca Travel Goods - Call 03 9336 2388 or Email [email protected]

Accredited luggage repairers

Below are the accredited luggage repairers in all states that handle the warranty for most major brands. 

• ACT - Joes Boots: 2/33 Jardine Street, Kingston ACT, Tel: (02) 6295 6162
• Adelaide – Ideal Shoe Store: 174 Hutt St., Adelaide, S.A Tel: (08) 8223 4017
• Adelaide – The Luggage Place: 2/142-144 Richmond Road, Marleston, S.A Tel: (08) 8231 4884
• Brisbane – Addwest: 104 Andalusian Drive, North MacLean,  Qld  4280  Tel: (07) 3844 5416
• Brisbane – Brisbane Luggage Store: Brisbane Luggage Store, 269 Blaker Road Keperra, QLD Tel: (07) 3352 7799
• Gold Coast – Broadbeach Bag & Shoe Repairs: k14 Robina Town Centre, Bazzar Street, Robina  QLD  (Kmart Entrance)  Tel: (07) 5539 0072
• Hobart – Country Leather: 108 Elizabeth St, Hobart, TAS Tel: (03) 6231 5082
• Launceston - Soleways: 157 Charles St, Launceston, TAS Tel: (03) 6331 4017
• Melbourne – Gregory's Bag & Shoe Repairs: 6 Leake Street, Essendon, VIC Tel: (03) 93796137
• Northern Territory – Joe Postl: PO Box 291, Palmerston, N.T Tel: (08) 8932 9244
• Perth – Leather & Luggage Repair Centre: 317 Walcott St., North Perth, W.A Tel: (08) 9443 1800
• Sydney – Custom Luggage: 317 Sussex St., Sydney, NSW Tel: (02) 9261 1099